Fibre Modem Disconnecting Intermittently

[GTVic]

After 3 months of largely no issues my fibre modem is randomly disconnecting and reconnecting for the last 3 days. When it happens my phone, internet and TV all stop working. I called support and all they can say is they cannot contact my modem so it is either off or disconnected. It can be off for 1/2 hour then work for 15 minutes and then go off again at all times of the day or night. I rebooted everything, with no effect and then 10 minutes later it just started working.

I found an old post from 2022 that claimed this was a common issue when searching on social media. The last word was that they switched the channel on the Fibre Modem using the admin login so I guess I'll try that.

https://forum.telus.com/t5/Internet-Home-Phone/Intermittent-Connection-and-Disconnection-on-Pure-Fib...

[TELUS_Support]

Since you've already tried rebooting and the issue continues, we'd like to investigate this further and explore options. Please send us a private message with your account details so we can take a closer look.

[GTVic · Accepted solution]

It got worse, disconnected most of the time, connected only occasionally for a few minutes or seconds.

A technician came by today and redid 3 fibre optic connectors and now everything is fine so far. I guess the fibre optic installers did a poor job on the connectors.

[TELUS_Support]

Glad to hear that your issue is fixed! It's hard to say what happened but at least your issue should be alright now